Director Customer Success
New
M
Mural HealthClinical Technology
Remote - USFull-TimeDirector
Salary140,000 - 190,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Change ManagementCustomer SuccessSaaSAccount Management
Requirements
- Experience leading Customer Success, Account Management, or similar customer-facing teams within a SaaS or technology environment.
- Proven track record managing relationships with large, complex enterprise customers, including executive stakeholders.
- Demonstrated success building and scaling teams, including hiring, coaching, and developing managers or individual contributors.
- Experience designing and implementing customer success processes, playbooks, or operating models.
- Strong analytical skills, with the ability to translate account data into retention and growth strategy.
- Experience partnering cross-functionally with Product, Sales, and Support to improve the customer experience.
- Excellent executive presence, communication, and relationship-building skills.
- A continuous improvement mindset with a focus on scalable solutions.
Responsibilities
- Hire, coach, and develop a team of Customer Success Managers, setting the vision and strategy as the function scales.
- Serve as the executive-level relationship owner for top sponsor and CRO accounts, building trust with senior stakeholders.
- Lead executive business reviews to connect platform performance with clinical trial outcomes.
- Design and implement repeatable customer success playbooks covering onboarding, adoption, reviews, and renewals.
- Define and monitor key metrics such as retention, net revenue retention, and product adoption.
- Partner with Product, Engineering, Support, and Sales to advocate for the customer voice and align on account strategies.
View Full Description & ApplyYou'll be redirected to the employer's site
